人性化服务在门诊输液室应用.docVIP

人性化服务在门诊输液室应用[摘要] 目的:探讨人性化服务在门诊输液室的应用。方法:对门诊输液室采取改变传统模式,更新服务观念;输液流程的改进;弹性排班;人员加强培训,提高穿刺成功率;健康教育贯穿始终;对就医环境的持续改善,积极营造人性化的服务氛围等一系列的人性化服务措施。 结果:我科两年来责任投诉为零,满意度连续达95%以上。结论:对门诊输液室采取人性化的服务能改善护患关系,为医院赢得良好的信誉和社会效应。 [关键词] 门诊;静脉输液;人性化服务 [中图分类号] R473.2[文献标识码]C [文章编号]1673-7210(2010)02(c)-101-02 Application of human services in the outpatient infusion room YANG Mingli (Infusion Room of the People’s Hospital of Songgang, Shenzhen City, Guangdong Province, Shenzhen518105, China ) [Abstract] Objective: To investigate the application ofhuman services in the outpatient infusion room. Methods: In outpatient infusion room, changed the traditional model, updated the concept of service; improved infusion process; took flexible scheduling; enhanced trainingand improved the success rate of puncture; health education were taken through to the end; continuous improvement on the medical treatment environment, and actively created personalized service atmosphere and a series of personalized service measures. Results: There were zero complaint of responsibility, continuous period of more than 95% of satisfaction in our department during two years. Conclusion: To take personalized service to improve nurse-patient relationship in outpatient infusion room, the hospital would won a good reputation and social effects. [Key words] Clinic; Intravenous infusion; Human services 随着社会的不断进步与发展,患者的文化素质和修养不断提高,国家对医院管理的健全,各种媒体的报道,护理学科也在不断更新进步,“以人为本,一切以患者为中心”的服务理念和护理模式已被广泛应用于临床实践[1]。近年来,开展人性化服务已经成为医院提高服务水平的共识。在护理服务领域一切活动从人性特点的角度来充分考虑人的生存、情感的需要,为其在就医过程中提供一系列的服务措施,最终达到让患者满意的目的[2]。我科自2006年以来,积极响应我院“创三优”大比拼活动,开展人性化服务,经过两年来的实践,取得了满意的效果,现报道如下: 1措施 1.1改变传统模式,更新服务理念 患者是医疗服务的对象,也是决定医院自下而上和发展的根本因素之一[3]。静脉输液已不再是简单的技术操作,而是一个程序,是一组连贯性的措施,是面对多元理论和整体性进行综合护理的专科技术。为使人性化服务在我科顺利开展,全科分批派出多人到省、市参加学习班,回科举办讲座,让每一位工作人员深刻理解优质服务的内涵,改变以往被动服务的观念,变为主动服务。从护理工作中的一点一滴体现人文关怀,使患者感到亲切、关爱、安全、舒适、平等和尊重[4]。从患者进输液室开始,根据患者的具体情况,主动考虑他(她)存在哪些问题,需要哪方面的帮助,在患者还没有发出请求前,我们已经主动为他(她)送上需要的服务。如:夏天输液区通常都开着空调,许多家长都担心患儿在输液过程中着凉,我们立即